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My daughter opened an account with 10.00, she was 13 and such, she closed it by accident, she already wanted to go back, she wrote to support and they say there was never an account.

Scammers would at least return the 10.00 and still offend people in the chat.

A minha filha abriu uma conta com 10,00 estava com 13 e tal,fechou sem querer,já quis voltar,já escreveu para o suporte e dizem nunca ter havido conta.

Vigaristas ao menos devolvessem os 10,00 e ainda ofendem as pessoas no chat.

Dear Fátima,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I tried to register as an underaged player and I found out that it is not possible. Please, see here:

I was allowed to continue registration only after submitting the date of birth of a person that would be 18 years old or older. This means that in order to create an account your daughter provided an incorrect date of birth. Unfortunately, providing incorrect personal details is against general T&Cs:

"9. ANTI-FRAUD POLICY:

The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

...

providing incorrect personal data during registration;

...

the Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player."

I apologize, but we are not able to help further under these circumstances. The casino clearly tries to block underaged players from creating accounts, but it is impossible if they register using incorrect information. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Kristina

My daughter is 21 years old, she is not a minor, she was born 02-02-2001, I tried to send a photo of her citizen card here and it won't let me, just crooks

A minha filha têm 21 anos não é menor nasceu 02-02-2001,tentei enviar foto por aqui do cartão do cidadão dela e não deixa,só vigarices

Thank you for your reply, Fátima. I apologize for the misunderstanding, probably due to incorrect Google translate I understood that she was 13 years old.

In this case, please instruct your daughter to file an official complaint as this case is related to her issue and we cannot proceed with this complaint with anyone else. Thank you for your understanding.

Dear Fátima,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Good morning, I've already tried to send the photo of her citizen's card here and it doesn't work, she's not smaller, your site is a scam, keep the 10.00 make good use of it.

Now whoever is from 02-02-2001 is smaller, that's good, they could come up with a better excuse to keep the money, no more.

Bom dia,já tentei enviar por aqui a foto do cartão do cidadão dela e não dá, ela não é menor,o vossp site é uma vigarice,fiquem com os 10,00 façam bom proveito.

Agora quem é de 02-02-2001 é menor essa é boa,podiam inventar uma desculpa melhor para ficarem com o dinheiro,sem mais.

Please understand that you are talking to a Casino.guru employee and not the casino. We did not take your money. Also, please note that I asked you to tell your daughter to submit her own complaint, not to upload her documents here.

Since you are not the one who is experiencing issues with this casino, I am forced to reject this complaint. Thank you for your understanding.